Returns & exchanges policy

Who we are

The trader you are contracting with is Vintage Village Store.

Registered / correspondence address:
60 High St, St. Neots PE19 1JG

Cancelling an online or distance order (“cooling-off”)

For most contracts made at a distance (for example, orders placed on this website), UK law gives you 14 days from the day after you receive your goods to cancel without giving a reason. If we did not provide the required pre-contract information about your cancellation rights, different time limits may apply under the regulations.

In addition to those statutory rights, where this applies we aim to make things straightforward by also accepting change-of-mind returns on qualifying items for up to 30 calendar days from delivery, subject to the eligibility rules below.

How to cancel or start a return

Condition of returned goods

To accept a change-of-mind return (where offered), we usually need items to be:

• Unused and in a resalable condition, with tags and original packaging where reasonably possible
• Accompanied by proof of purchase

You have a statutory duty to take reasonable care of goods while they are in your possession. If the value of the goods is reduced because of unnecessary handling beyond what is needed to inspect them, we may make a deduction from your refund where the law allows.

Items that may be excluded

UK law excludes or limits cancellation rights for certain goods and services (for example some sealed items that are not suitable for return due to health or hygiene once opened, perishable items, personalised or made-to-order goods, and digital content after delivery has begun with your agreement). We will tell you at checkout if an exclusion applies.

We may also refuse discretionary returns where hygiene, safety, or product type makes a return impractical, in line with applicable law.

Faulty, damaged, or not as described

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality. If something is faulty, damaged, or not as described, please contact us as soon as reasonably possible at online@vintagevillage.uk with your order number and, where helpful, photographs. Depending on the circumstances you may be entitled to a repair, replacement, or refund, and we will explain the options.

Exchanges

Where stock allows, we may offer an exchange for a different size or equivalent item. Contact us at online@vintagevillage.uk with your order details. Statutory rights for faulty goods apply separately.

Refunds and timing

Where you cancel a distance contract within the statutory period, we will refund all payments received from you for the goods, including the outbound standard delivery cost you paid (the least expensive common delivery method we offer), within 14 days of the earlier of: receiving the goods back from you, or receiving evidence that you have sent them back. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.

Refunds are made using the same means of payment you used for the original transaction unless you expressly agree otherwise. Your bank or card issuer may take additional time to show the credit on your account.

Return postage and collection

Unless we agree otherwise or the goods are faulty or not as described, you are responsible for the direct cost of returning the goods when you change your mind. If we provide a prepaid label or arrange collection, we will explain any conditions in our email to you.

International orders

If you order from outside the UK, customs duties, taxes, and carrier charges may apply. Your statutory rights depend on the applicable law of your contract; if you are unsure, contact us and we will confirm which terms apply to your order.

If we disagree

If you are unhappy with our response, you may wish to contact Citizens Advice for free, impartial guidance. Alternative dispute resolution may be available depending on the scheme we use; we will provide details if relevant.

Contact us

Questions about returns, cancellations, or faulty goods: